Download - Keep Your Content Health in Check
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Keeping Content Health in Check
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Keeping Content Health in CheckOr
Have It Simply Walk To The Light
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Housekeeping
• This Session Is Being Recorded• Ask Questions At Anytime• Feel Free To Use The Chat Window• There Will Be A “Brief Look” At A Couple Of Automation Solutions
• Q&A At End Of Session
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Tom Aldous SVP of Global Operations— Acrolinx Former Director of TechComm Business
Development and Evangelism— Adobe Systems, Inc.
Former Managing Partner (20 yrs)— Integrated Technologies, Inc.
Frequent speaker at industry conferences worldwide
FrameMaker/XML (including DITA) enthusiast
Single source champion Blog — tmaldous.com Twitter —@tmaldous Let’s LinkedIn — linkedin.com/in/tmaldous
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Jason KaufmanPresident & Founder, Irrevo
Over 15 years experience helping global enterprises • Implement knowledge programs and Systems• Best practices to reduce support costs• Improve overall customer experience• Drive online support success
Irrevo’s mission is to “optimize support content to enhance customer and user experiences.”
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© 2003-2012 Irrevo, All Rights Reserved.© 2003 – 2013 Irrevo, All Rights Reserved.
Keeping Content Health in CheckJuly 24, 2013
“You can’t manage what you don’t measure.”
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© 2003-2012 Irrevo, All Rights Reserved.© 2003 – 2013 Irrevo, All Rights Reserved.
• Measuring Content Health
• Determining Content Utility: What is valid and valuable?
• Tracking & Improving Overall Content Health
Keeping Content Health in Check
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© 2003-2012 Irrevo, All Rights Reserved.© 2003 – 2013 Irrevo, All Rights Reserved.
Content Challenge: Change ManagementChange is the only constant:
• Your team members change: Agents, authors, experts, managers, coaches, trainers, etc.
• Your systems change.
• Your products and services change.
• Your market and customers change.
Possible impacts of change:• Content value, validity, and overall health suffers.
• Practices are not handed off appropriately.
• Guidelines are lost in the shuffle.
• New content is layered on top of old content, without revision.
• Content begins to fail; search relevancy declines.
• Customer satisfaction is impacted.
Perception: The software has failed.
Reality: Your content management program needs attention.
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© 2003-2012 Irrevo, All Rights Reserved.© 2003 – 2013 Irrevo, All Rights Reserved.
Elements of a Strong Content Management Program• Steering Committee: Form a Steering Committee comprised of stakeholders
across your organization.
• Mission & Principles: Develop and Communicate your Mission Statement and Guiding Principles.
• Guidelines: Identify best practices and guidelines that support the vision for your content, mission statement, and Guiding Principles.
• Roles & Responsibilities: Outline the various roles of teams/individuals who participate in the content management process.
• Checklists: From the guidelines, develop checklists foreach of the roles for them to leverage when doing their part.
• Track & Trend: Track and trend the overall contenthealth and areas for improvement on an ongoing basis.
• Optimize: Formalize plans to ensure communications,training, and coaching is focused on the areas ofgreatest return.
• Ongoing Dialog: Discuss stats regularly as part of yourSteering Committee, refine guidelines, principles,communications, priorities.
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© 2003-2012 Irrevo, All Rights Reserved.© 2003 – 2013 Irrevo, All Rights Reserved.
Should be defined by your company to fit your unique environment.
Our Definition: Healthy Content is valid, useful, clear, timely, and consistent information that is easily accessible by the intendedaudience via the most intuitive channel(s) possible.
Define these for your organization…• “Validity” • “Clarity” • “Timeliness” • “Consistency”• “Ease of Access”• “Proper Audience”• “Proper Channel(s)”
Defining “Healthy Content”
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© 2003-2012 Irrevo, All Rights Reserved.© 2003 – 2013 Irrevo, All Rights Reserved.
Facilitate a project to assess a sample of the site content to determine whether the information adheres to your Content Health Guidelines.
This establishes the Article Quality Index (AQI) for your site and helps determine the biggest problem areas that need to be addressed.
Measuring Article Health: Article Quality Index
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© 2003-2012 Irrevo, All Rights Reserved.© 2003 – 2013 Irrevo, All Rights Reserved.
Facilitate targeted clean-up initiatives to improve content health in the most impactful areas.
• Track your quality index on an ongoing basis.
• Perform peer reviews to keep your team aligned.
• Provide immediate feedback and coaching to contributors so they can learn from their missteps.
Article Health Clean-up: Article Quality Index
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© 2003-2012 Irrevo, All Rights Reserved.© 2003 – 2013 Irrevo, All Rights Reserved.
Facilitate a project whereby Subject Matter Experts quickly assess each Document (or a sample) to determine whether the information is “Valid” and “Useful”.
Caution: Avoid “Rabbit Holes”
This establishes the Article Utility Index (AUI) for your site and sets the stage for future clean-up tasks.
Measuring Utility: Perform a Utility Baseline
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© 2003-2012 Irrevo, All Rights Reserved.© 2003 – 2013 Irrevo, All Rights Reserved.
• Archive “Not Valid/Not Useful” Content• Refine “Useful/Not Valid” Content• Refine or Archive “Valid/Not Useful”
Article Utility Clean-up: Acting on Findings
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© 2003-2012 Irrevo, All Rights Reserved.© 2003 – 2013 Irrevo, All Rights Reserved.
Archival Process/ThresholdBased on your users, content types, usage stats, etc., determine your formula and process for archiving invalid, outdated, low-priority content.
If reporting is available, consider an archival process informed by usage.
Examples might include:
• Items that were created over 3 years ago and not viewed for the last six months.
• Pages/Documents that have been viewed an average of 10 or fewer times per month for the last three months.
• Pages that receive user ratings of 20% or lower for the past three months.
• Items that appear in common searches that are not relevant.
Some people can be afraid of deleting something that is important. Be sure to embrace a culture where it is okay to archive content. Ensure there is a process for searching the archives.
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© 2003-2012 Irrevo, All Rights Reserved.© 2003 – 2013 Irrevo, All Rights Reserved.
Keep people coming back.
Two main levers
• Make it sticky through increased:
• Awareness
• Participation
• Trust
• Improve utility:
• Create an ongoing Content Management Program (Steering Committee)
• Put checkpoints in place to continually revise, create, and archive content
• Content follows clear guidelines for presentation and meta-tagging
• Enhance and simplify the infrastructure for improved performance
• Ensure tools, such as search, are optimally supported and maintained
• Create and leverage reports to measure success in these critical areas
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© 2003-2012 Irrevo, All Rights Reserved.© 2003 – 2013 Irrevo, All Rights Reserved.
• Improve content health. • Keep your teams aligned.• Provide real-time feedback to content
contributors.• Apply guiding principles where they
make sense.• Improve customer satisfaction.• Manage checklists.• Manage clean-up projects.
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© 2003-2012 Irrevo, All Rights Reserved.© 2003 – 2013 Irrevo, All Rights Reserved.
• Content Strategy Consulting• Knowledge Health Checks • Technical Writing and Editing• Content Project Management
We make content beautiful.
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© 2003-2012 Irrevo, All Rights Reserved.© 2003 – 2013 Irrevo, All Rights Reserved.
Thank You!
Jason [email protected]: @irrevoSkype: Jason_M_Kaufman
Feel free to reach out any time!
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Keeping Your Content Health in
CheckWITH ACROLINX
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Sampling Of Acrolinx CustomersMedicalSoftware Aerospace
Industrial & Engineering
High Tech
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Acrolinx Checking
Style Terminology SEO
GrammarSpelling
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Immediate Feedback
Build SkillsReporting and Metrics
How We Help
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People-ready
MarketingProduct Dev.
Web Dev. User GuidesTraining
Customer Service
Your Customers
Search-ready Global-ready
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People-ready
MarketingProduct Dev.
Web Dev. User GuidesTraining
Customer Service
Your Customers
Search-ready Global-ready
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People-ready
MarketingProduct Dev.
Web Dev. User GuidesTraining
Customer Service
Your Customers
Search-ready Global-ready
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Healthy Content Speaks with One Voice
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KEYWORD PLACEMENT
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REPORTING AND METRICS
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Healthy Content
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Contact Information
24
InformationThomas AldousAcrolinxSVP, Global Operations
Blog tmaldous.com Twitter @tmaldousEmail [email protected] Web www.acrolinx.comLinkedIn www.linkedin.com/in/tmaldousFacebook As Tom Aldous
Jason Kaufman IrrevoPresident & Founder
Twitter IrrevoEmail [email protected] http://www.irrevo.comLinkedIn http://www.linkedin.com/in/jasonmkaufmanTelephone 206-229-1032Skype Jason_M_Kaufman
Up Incoming And Recorded Webinar: http://www.acrolinx.com/webinars_en.html
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